UK Operations Experience Study 2021 Key Findings: Checkout
The study assessed test orders placed with the top 150 UK retailers to evaluate performance across checkout, shipping and returns. A notable finding: the vast majority of top retailers stop marketing to their customers after checkout.
Key Findings
79% offer free shipping
Without restrictions or with a minimum order value. Shipping costs represent a major conversion barrier.
41% have Buy Now, Pay Later
Options like Klarna remove purchasing restrictions tied to paydays and allow customers to pay only for retained items.
87% give 2+ delivery options
Multiple delivery options increase customer choice likelihood and satisfaction.
73% offer next-day delivery
With retail stores reopening, next-day delivery expectations will continue to strengthen.
87% have Click and Collect
Either in-store or from a parcel shop, providing guaranteed delivery availability.
Ready to transform your post-purchase experience?
See how parcelLab can help you turn every delivery and return into a loyalty-building moment.